Customer Support Manager

The Customer Support Manager will lead and deliver support services outside of core operating hours to ensure a consistent and superior 24/7 customer experience. You will be the key senior point of contact managing service delivery during non-core hours, engaging with customers and colleagues in a professional manner. Managing a team of remote agents operating across multiple channels, your responsibilities include ensuring delivery to pre-defined KPIs and service levels, facilitating successful shift handovers, and protecting the overall customer experience. Your key responsibilities will involve providing overall leadership for non-core hours support provision, leading teams and activities outside of core hours to deliver exceptional customer and colleague experiences, leading major incident responses during overnight shifts, diagnosing and triaging customer issues, managing service levels during non-core hours, ensuring successful adherence to KPIs and SLAs, working with the Head of Customer Support Operations to improve the support function, driving team productivity, resolving cases efficiently, ensuring effective shift handovers, coaching team members, motivating the team, handling customer queries and escalations, achieving personal targets, providing quality assurance feedback, engaging in team recruitment, and ensuring completion of people-related tasks. To excel in this role, you should have a track record of meeting SLAs and targets, demonstrate a drive for excellence in a contact centre environment, be self-sufficient and confident in handling incidents, possess decision-making skills in high-pressure environments, have technical customer support experience, be comfortable with IT-related issues, exhibit strong communication skills, excel in problem-solving and diagnostic abilities, have previous shift-leading experience, showcase company values, be willing to take on additional tasks, possess a broad knowledge of Zellis products and processes, and have team leadership experience. The role requires flexibility to work in rotational shifts across a 24-hour window, including weekends. You should also be able to build relationships with internal and external stakeholders, collaborate with other team managers, and drive positive improvements within your department. Zellis offers a competitive salary, excellent career progression opportunities, transportation to the office, various leave options, group medical and personal accident insurance, life assurance, and a range of additional flexible benefits to support personal wellbeing.,